Global Escalation Manager, YouTube Scaled Communications and Escalations

As the Global Escalation Manager, you will use your comprehensive knowledge of editorial strategy to manage and influence a hybrid team responsible for resolving sensitive escalations. You will manage a team that manages both public-facing social media communications and private, direct-to-user outreach. In this role, you will map the goal for the team, manage project scoping, and set escalation management priorities. Your leadership will be crucial in actively ensuring the integration of your team's activities and deliverables, protecting brand reputation, and keeping user safety paramount.

At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun — and we do it all together.

Responsibilities

• Drive outcomes for the team's editorial and content communications, leading them to deliver, write, and edit high-impact responses for both public (social media) and private (direct outreach) escalations.
• Recruit, train, and mentor a highly skilled hybrid team of escalation specialists, fostering skills in crisis communication for social media and sensitive, one on one de-escalation strategies.
• Identify gaps in editorial and content deliverables and provide recommended solutions to proactively mitigate future risks across both social channels and direct user outreach.
• Help the team navigate through the implications of high-priority incidents, guiding the content strategy for both public-facing social media responses and direct user de-escalation.
• Be able to work non-standard, on-call rotation weekend and holiday hours.

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
  
• 7 years of experience in escalation management related to journalism, public relations, internal or executive communications, or a related field.
• 3 years of experience in a people management, supervision, or team leadership role.
  

Preferred qualifications:

• Experience managing external communications, i.e., social media, with an editorial point of view for brand voice and tone.
• Experience writing executive-level communications and interfacing with director-level and above stakeholders.
• Ability to work successfully in cross-functional teams, including with stakeholders and executives, and to influence the momentum of incident response across multiple teams.
• Excellent written and verbal communication skills.